high performance and hro where do i start?
TRANSCRIPT
APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen 1
High Performance and HRO
Where do I start?
Dr. Bert Slagmolen - Netherlands
APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
CHALLENGES FOR
ACHIEVING HIGH
PERFORMANCE
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Fostering High Reliability Seeking
Reducing Adverse Events
Fighting Normalization of Deviation
Innovating Service Organizations
APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
Dow Chemical … from money to reliability
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Fostering High Reliability Seeking
APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
Reducing Adverse Events
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APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
Fighting Normalization of Deviance
Informal networks in Dutch police – fighting bureaucracy and
strengthening innovation
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From – 2 years of
investigation and then a
one-day battle
To – continuously working
on relations and sense
making
APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen 6
Innovating Service Organizations - St John
Connecting
service
providers
Building a
learning
culture
Alternative
Pathways
for care
High
Performance
Culture
APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
UNDERLYING
PERSPECTIVES
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APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
Matching a VUCA world: volatile, uncertain, complex and ambiguous
Reliability depends on the lack of unwanted, unanticipated, and
unexplainable variance in performance
➢ Organizing is about seeing and solving puzzles …
➢ Change is about developing new rules for organizing …
➢ Culture is about ‘how we do things around here …
➢ Intervening is about deliberate action to break through status
quo’s on systems, procedures, behaviors and mindsets …
Before talking HRO I need to make some underlying
perspectives explicit regarding …
High performance is about …
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APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
UNDERLYING
PERSPECTIVE ON
ORGANIZING
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APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
Is something changing? What is our task?
How do we label this puzzle?
How can we reduce equivocality?
Which organizational rules to apply?
Who to involve?
What worked and what did not work?
Organizing is about
seeing and solving puzzles
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APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
Karl Weick’s perspective on organizing
Social Psychology of Organising
SelectionEnactment Retention
Reduction of equivocality
by interlocked behaviour
Reduction of equivocality
by interlocked behaviour
Using or discrediting recipes
for organising
+ or -- + or --
Ecological
Change
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APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
One very import aspect of organizing
Applying established rules and past experiences
AND
Fostering capabilities to discredit these rules and
experiences
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APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
Example: the Carl Vinson
What did the captain say, day in, day out, …
• High level of knowledge, lifelong learning is important
• Use formal communication, standard language
• Procedural compliance, they are written in blood
• Questioning attitude, use the other
• Forceful back-up, be resilient
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APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen 14
Preventive – acting on what we know – recipe’s for known puzzles
APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen 15
Proactive – acting on what we might not know –recipes for unexpected puzzles
APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
In short …
Organizations operate in a VUCA world …
Organizing is not about a stable solution to achieve …
… it is about developmental processes to keep active
Preventive en Proactive organizing complement each
other …
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APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
UNDERLYING
PERSPECTIVES ON
CHANGE
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APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
Change and sustainability – using Kotter
• Create a sense of urgency
• Form a powerful guiding coalition
• Create a vision
• Communicate the vision
• Empower others to act on the vision
• Plan for and create short term wins
• Consolidate improvements
• Institutionalize new approaches
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APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
Change and sustainability – downsizing
• Create a sense of urgency – seeing VUCA
• Form a guiding coalition – collective ownership
• Create a vision – connecting reliability to strategy
• Communicate the vision – example behaviour
• Empower others to act on the vision – proactive tooling
• Plan for and create short term wins – act on small wins
• Consolidate improvements – proactive organizing
• Institutionalize new approaches – align with other
systems
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APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
Sustainable Change
Change is an ongoing process of learning, improving, of
keeping the developmental process active
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Sense of Urgency
Guiding Coalition
Communicating
Vision
Vision
Reducing
Barriers
Quick wins
Institu-
tionalisation
Building on
Quick Wins
APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
In short …
Organizations operate in a VUCA world …
Organizing: developmental processes to keep active
Keeping active: preventive AND proactive organizing
Change is ongoing: learning, discrediting, socializing
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APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
PERSPECTIVE ON
CULTURE AND
INTERVENTION
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APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
Reliability Culture Model
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1
2
3
4
5Generative
We foster collective mindfulness to manage
unexpected events
Denial
Who cares as long as nobody sees it
Reactive
If something goes wrong we take measures
Calculative
We have systems in place to manage risks
Proactive
We prepare ourselves to prevent errors
G l a s s C e i l i n g
APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
Again the two approaches of organizing …
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Preventive
Proactive
APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
Denial
Reactive
Calculative
Who cares as long as nobody sees it
Proactive
Generative
If something goes wrong we take measures
We have systems in place to manage risks
We prepare ourselves to prevent errors
We foster collective mindfulness to manage
unexpected events
G l a s s C e i l i n g
Reliability Culture Ladder
1
2
3
4
5
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Repairing
Education
Organizing
Individual
APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
Intervention Levels
• Expert → you repair my puzzle
• Knowledge → how can I solve puzzles myself
• Team Dynamics → which patterns are hindering
• Mindset → our assumptions and values about …
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APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
LEARNING FROM OTHERS
HRO AS A BODY OF
KNOWLEDGE
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How are organizations …
… operating in VUCA contexts …
… with less performance issues than you would expect …
… doing it?
APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
HRO is about …
… maintaining a high level of reliability in VUCA (volatile, uncertain, complex, ambiguous) contexts
… collective mindfulness and the ability to make sense of deviances in the present and to act on them
… integrating preventive and proactive recipe’s for organizing
… continuous learning and improvement using near misses and incidents as a window on systems
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APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
Did you see it coming?
How did you mislabel this situation?
Were you aware of an unfolding situation?
How did you cope?
Who knew more than you did?Kathleen Sutcliffe, 2008
Ask yourself
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APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
1. Preoccupation with deviance
2. Reluctance to simplify
3. Sensitivity to operations
4. Committed to resilience
5. Respect for expertise
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HRO Hallmarks
APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
STARTING POINTS FOR
HIGH PERFORMANCE
USING HRO
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APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
Where to start the change
STARS
Reinventing Reality
Sense of
Urgency
Guiding
Coalition
Communicating
Vision
Vision
Reducing
Barriers
Quick wins
Institu-
tionalisation
Building on
Quick Wins
STARS
starting change
STARS
Shock Sharing
STARS
Action Assessment
STARS
Slow Show cases
STARS
Training Top
STARS – five starting points
for change
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1. Shock
2. Top driven
3. Action Assessment
4. Re-inventing
5. Slow Learning
APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
Intervention Strategies
• Shock → taking incidents for urgency and
awareness
• Top driven → putting top management in
drivers seat
• Action Assessment → making
organization cultures explicit
• Re-inventing → creating new contexts for
new organizing
• Slow learning → seeking by creating
pockets of HRO
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STARS
APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
STARS - Shock
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Using a shocking incident as a wake-up call
and to demonstrate the HRO perspective.
Make an in depth analysis focusing on
behavior, unwritten rules, values, beliefs and
other aspects of culture!
• Demonstrate conditions (blame free,
multiple perspectives, interrelations)
• Demonstrate hallmarks (no simplification,
resilience, what if, reconstruction at location)
• Demonstrate acting on lessons learned
(create quick wins)
APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
STARS – Top driven
Leaders as first socializers
• Change is a process of socialisation –
creating a new reality
• In every interaction working on high
reliability organizing
• Making knowledge, vision, situations,
learning, explicit
• Institutionalizing new ways of doing
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APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
STARS – Action Assessment
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Assessment for creating awareness on the
organizations ‘reliability’ or ‘safety’ culture.
Toolkit consists of,
• Self assessment
• Action workshop
• Value scan
• Meetings with all employees
• Champion group
APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
STARS Re-inventing
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Re-inventing and re-structuring organizing:
• Building a new organization (IBM PC)
• Creating visual dependance between
departments (moving line Boeing)
• Realizing a shared physical space
(Operations centre Dutch railroad sector)
• Putting the client in a central position
(St John)
APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
STARS Slow learning
Slowly socializing people into a higher level
performance culture,
• Small size experiments and pilots – pockets
of High Reliability seeking
• Daily Practices that facilitate proactive
organizing
• Training and communication that make
people learn from each other
• Metrics that articulate progress – from
lagging to leading indicators
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APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
FURTHER STEPS …
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APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen
PRESENTATIONS FROM
EUROPE
Annette Gebauer – Chemical process industry
Dorien Janssen – Electricity Grid
Robert Taen – Railroad Sector
Maryse Schermerhorn – Royal Schiphol Group
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APOLLO13HPRCT 2019 – Colorado Springs
HRO – Where do I start – dr. Bert Slagmolen 42
TOOLBOX TO
START WITH